Retention Support Supervisor

Job category: Admin, Office Support and Services

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

We are seeking a diligent and productive individual to lead and oversee the Outbound Retention Support team in Direct Sales, with the aim of strengthening the department's objectives and goals. This entails ensuring that individual targets are not only met but exceeded, while also making significant contributions towards the overall team performance, all of which must be carried out in a uniform, proficient and principled manner.

• Oversees and manage a team of retention support consultants who handle customer cancellations, call retrieval and cancellation enquiries via phone and/or email and a team of Retention administrators responsible for the validation of retains by ensuring that processes are followed in line with the respective guidelines and SOPs.
• Effectively managing all Approval requests within 1-hour TAT.
• Effectively managing Mailboxes (Churn queries/Retains loaded by staff/Call retrieval etc.).
• Effectively managing of external call centres support for call retrieval queries.
• Maintain a 48-hr turnaround time on all email boxes.
• Manage all pending requests to ensure pending's are finalised within 1 week.
• Ensure that cross-skilling of all agents remain a high focus task.
• Taking ownership of escalated queries and ensuring query resolution through liaising with all necessary parties and providing timely feedback to customers.
• Plan and optimise resources needed to meet company defined service standard and campaign targets.
• Provide hands on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and campaign targets.
• Identify, accumulate and analyse statistics that reflect on team's performance.
• Provide regular defined reports and initiatives to improve performance.
• Ensure staff are always adhering to the WFM schedules.
• Identify opportunities to improve product and service offerings based on the voice of the customer.
• Contribute and identify areas for improvement and implementation of processes and procedures.
• Provide proactive and innovative solutions to drive customer experience.
• Compiling month end reports on all retention activities.
• Compiling agent productivity stats.
• Assist with any other tasks or duties assigned by the Manager as the need arise to ensure exceptional and efficient service to internal and external customers.

• Matric coupled with 3-4 years working experience in a Contact Centre.
• Minimum of 1 year leadership experience in an inbound and outbound environment will be an advantage.
• Excellent understanding of telephony monitoring systems and interpretation of reports.
• Advanced knowledge on the following systems required: CDS, CRM, Skytrax.
• Technical knowledge (TMS, M-files, Aspect & Alveria, WFO, IEvolve, Qlicksense, Sage).
• A passion for customer service and a professional attitude at all times.
• Excellent product and systems knowledge.
• Advanced MS Office proficiency.
• Excellent interpersonal skill.
• Work accurately with high level of attention to detail.
• Ability to work under pressure and to meet strict deadlines.

• Medical aid
• Provident fund
• Annual leave days

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